Contact Us

You can reach us at

Malaysia hotline
+607-234 3961
Mon-Fri: 9.30am - 5.30pm

Singapore hotline
+65 6681 5632
Mon-Fri: 9am - 6pm

We are located at :

Singapore
Tricore Pte Ltd

18 Sin Ming Lane
#06-37
Midview City
Singapore 573960

FAQ

General

Why should I use vsHub?

Shop in US, vsHUB provides efficient door-to-door shipment. Our delivery services are 60% cheaper than main couriers like Fedex or DHL and 40% cheaper than U.S. Postal services. Purchases are wrapped in secure shrink wrap, fragile seals and an optional insurance for delivery.

Do I need to pay to register?

Registration is FREE. There are no subscription fees. You only pay for shipping back to your home.


Shipping

When will I receive my items?

Once payment is made, your items will be delivered within 6 - 8 working days for Standard Shipping and 3- 4 working days for Express Shipping.

Free Package Consolidation?

While most other package forwarding companies charge extra fees for it, here at vsHUB we offer the consolidation service for FREE to all our customers when you combine all your purchases order from separate merchants together into one shipment.

Why was I charged for a heavier weight? How do u determine weight?

In accordance with the standard practice of all international courier companies, shipping cost is taken at either actual weight or volumetric weight, whichever is greater. At vsHUB we adopt the same standard. Actual Weight is the weight of the package when put on a scale. Volumetric/Dimensional Weight is based on the size of the package. Example items that have a small Actual Weight, like Tote Handbag and Shoes, will have a larger volumetric/dimensional Weight. Therefore, we will calculate your shipping cost based on the volumetric weight.
Please take note that the shipping costs is calculated based on your merchant/manufacturer's packaging and not the courier package that arrives at your address.

What is Volumetric Weight?

Volumetric weight (kg) = Width x Height x Length (cm) / 5000

Do I have to be at home to collect my delivered items?

As with any other postal services, you need to acknowledge the receipt of the items with a signature. Hence, you need to be at home. However, you can redirect it to another address in cases of emergency with a small fee.

What if nobody is at home during the delivery?

An email will be sent to you with the order pick-up location. You will be able to collect your items from the designated location.

Will there be insurance available for my shipment?

Insurance is optional, you will be able to select it during delivery. We strongly encourage you to insure your goods with us at a very attractive rate of 1.5% of the total purchase value. Kindly take note that the insurance will only cover items lost in transit. It would not cover items damaged during transit. Customer must forward the merchant invoice to invoice@vshub.com upon purchasing the item. If you do not provide us at invoice@vshub.com with a declaration of value, it will be at put at zero value.

Can you deliver fragile items such as glass or ceramics?

Yes we can deliver these items, but they are uninsurable so we cannot offer any refund or compensation for damage. If you do send fragile items, please ensure sufficient packaging protection as we will send as per packages received from your merchant.

Are there any prohibited items that you will not ship?

Yes, the following items are prohibited :

For Shipment to Malaysia

1. All items that are prohibited by the Royal Malaysian Customs.
2. Explosive, inflammable, noxious, filthy, deleterious or otherwise harmful substance and sharp instruments not properly protected.
3. The list of Sharp Instruments includes (but not limited to): Box cutters, Ice axes, Ice picks, Knives, Meat Cleavers, Razor-Type Blades, Sabers, Scissors, any type of Swords.
4. Fire arms and their component parts.
5. Dangerous drugs, with the exception of and on production of an export licence, narcotics and psychotropic substance may be sent by insured post for medical or scientific purposes to countries which admit them on these conditions.
6. Perishable non-infectious articles, anything liable to become offensive or injurious through decay during the time ordinarily occupied in transmission particularly if addressed to a tropical or subtropical country, unless sent in a hermetically sealed container.
7. Articles which from their nature of packing may expose postal officials to danger, soil, damaged office items or postal equipment or which tend to hamper the performance of postal operations.
8. Correspondence containing any lottery ticket or any ticket, any advertisements of prizes or any other announcement relating to any public lottery, sweepstake or other gambling transaction.
9. Coins and bullions, securities of any kind payable to bearer, bank or currency notes unless sent by insured post.
10. Radioactive materials, whether solid, liquid or gaseous.
11. Indecent or obscene communications, prints, photographs, books or other articles and packets bearing grossly offensive, indecent or obscene words, marks or designs.

For Shipment to Singapore
The list of prohibited goods includes (but not limited to):
1. Any noxious or offensive substance, such as animal manure or paint.
2. A marine flare and signal, landing flare, highway fuse, smoke generator, distress signal or other pyrotechnic device intended for signalling, warning, rescue or similar purposes.
3. Any petroleum or flammable material within the meaning of the Fire Safety (Petroleum and Flammable Materials) Regulations (Cap. 109A, Rg 7).
4. An explosive within the meaning of the Arms and Explosives Act (Cap. 13).
5. Any arms within the meaning of the Arms and Explosives Act.
6. Arms and explosives, bullet-proof clothing, antique guns, toy guns and swords.
7. An item, including a device known as a “dragon”, capable of attaching a person to an object or another person, or preventing removal of any locking or connecting device.
8. An aerosol paint container or other implement or substance that is capable of being used to mark graffiti.
9. A loud hailer.
10. Any flag or banner which is larger than one metre by one metre, or has a handle longer than one metre.
11. A public address system, electronic equipment, broadcast equipment or similar device which may interfere with broadcast equipment or similar devices being used by the event organiser of the National Day Parade 2011 or a person authorised by the event organiser or otherwise under the Act to use such equipment or devices.
12. Chewing gum (except oral dental and medicated gum).
13. Chewing tobacco and imitation tobacco products (e.g. electronic cigarettes, etc).
14. Cigarette lighters of pistol or revolver shape.
15. Controlled drugs and psychotropic substances.
16. Endangered species of wildlife and their by-products.
17. Firecrackers.
18. Obscene articles, publications, video tapes/discs and software.
19. Reproduction of copyright publications, video tapes, video compact discs, laser discs, records or cassettes.
20. Seditious and treasonable materials.

Products that are controlled by Ministry of Health

Importation of electronic cigarette products require Ministry of Health licensing, please produce us with the authorization permit to ship back into Malaysia. If the permit is not available, an admin fee of USD50 will be imposed to return the item back to your merchant.

Do I have to pay taxes and duties?

All taxes and duties will be subjected to the Royal Malaysian Customs Laws and regulations. The good news is we will help you clear customs, tax and duties on your behalf to ensure less headaches on your part. We will notify you of these charges if the local Customs Authority deems so. You may remit the payment if such events occur.
More info at Royal Malaysian Customs' website.

What happens if my purchases are more than USD 2500?

When your order exceeds this amount, a Shipper's Export Declaration (i.e. SED) Form is required. This is a requirement by the U.S. Customs Authority. Please fax to us your completed form. For the SED Form, please click here.

Fuel Surcharge

Due to rising fuel costs, freight providers have begun charging fuel surcharges in 2010. With effect from June 2011, we have implemented a Fuel Surcharge, derived from International Air Express Fuel Surcharge Index. Our Total Shipping Cost will now be subject to a fuel surcharge which is a direct transfer cost from our freight providers. Charges will vary with the International Air Express Fuel Surcharge Index.


Payment

Will there be an invoice for my shipping charges?

Your Shipping Invoice will be sent to you via email when your select your items for shipment. Alternatively, you may log in to your account and view your Shipping Invoices

What is the currency used for payments?


All transactions via this website will be in either Ringgit Malaysia or Singapore dollars. If you purchase from U.S. merchants' websites, you will be charge at whatever currency that these websites charges. Currency rate are set by your credit card company as well.

What are the methods of payment?

We uses Paypal and iPay88 as our online payment gateway. Supported online payment methods include Visa, Mastercard and internet banking. Please note that the name of Mobile88.com OR Mobile88.com Sdn Bhd will be shown on your Credit Card / Bank Statement and you will also receive a notification e-mail from iPay88 for this transaction. For more information, please visit www.ipay88.com.


My Account

How do I start shopping or using Mailbox/My Shopper/Warehouse?

Fret not! All your questions is answered in a friendly step-by-step guide!

What happens if vsHub receive goods that are damaged?


You will be notified by email of the damage. You need to inform the merchant and advise us on the next course of action.

What if I forget my username and password?

Please email us at enquiries@vsHub.com.

How will I know if my items has exceeded the free storage period in vsHub warehouse?

All items received can be stored for FREE for 30 days in the vsHub U.S. warehouse. After the 30-day free storage period, you will be charged RM 25 per week. On the 20th day of storage, you will be notified of the storage due date by email. Unclaimed or unselected packages/orders for shipment more than 60 days at our facility will be disposed as we deem fits.